Kelly Gaggens
Jefferson City,MO
Summary
Dynamic customer service professional with extensive experience at Rose International, excelling in relationship building and problem-solving. Proven ability to enhance customer satisfaction and improve first-call resolution rates. Skilled in managing high call volumes while maintaining composure, delivering empathetic support, and implementing effective solutions to complex issues.
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Overview
7
7
years of professional experience
Work History
Member Service Representative
Rose International
03.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Effectively prioritized tasks during peak periods or high call volumes without compromising accuracy or attention to detail.
- Improved first-call resolution rate through comprehensive knowledge of company policies and procedures.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Retail Store Manager
Convenient Food Mart
11.2018 - 01.2022
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
Customer Service Representative
Maximus
01.2021 - 11.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Education
Windsor Jr Sr High School
WIndsor, MoSkills
- Customer service
- Relationship building
- Customer support
- Call center experience
Timeline
Member Service Representative
Rose International
03.2022 - Current
Customer Service Representative
Maximus
01.2021 - 11.2021
Retail Store Manager
Convenient Food Mart
11.2018 - 01.2022
Windsor Jr Sr High School
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